IT Service Management

Job Title Senior ITSM Reporting and Dashboard Analyst / Developer Location Oakland, CA (Hybrid – onsite 1‑2 times per week at Oakland, San Ramon, Fairfield, or Sacramento) Duration July 20, 2026 – December 31, 2026 Notes No mileage or travel expenses will be reimbursed. 5% travel – local travel only. Top Things Power BI & ServiceNow reporting expertise: build dashboards, reports, and performance analytics. ITSM metrics & KPI development: define, measure, and translate meaningful metrics. Stakeholder engagement & governance reporting: partner with process owners and leadership. Overview We are seeking a senior‑level analyst/developer to design, develop, and guide reporting and dashboard solutions across ITSM processes and governance while supporting the transition from BMC Remedy to ServiceNow ITSM/ITOM. The role will define the overall reporting approach, evaluate platform strategy, and provide actionable insights to support governance, compliance, and continuous improvement. Key Responsibilities Design, develop, and maintain end‑to‑end Power BI solutions (data ingestion, Power Query/M, semantic data modeling, advanced DAX). Create interactive dashboards with drill‑downs, filters, and role‑based views for operational and executive audiences. Integrate data from multiple sources (ServiceNow, SharePoint, Excel, Remedy) and optimize performance through efficient modeling and query design. Develop ServiceNow reports and dashboards across ITSM modules (incident, change, problem, task, request, CMDB). Configure ServiceNow Performance Analytics (indicators, breakdowns, scorecards, widgets) and build advanced reports with filters and logic reflecting lifecycle behavior. Design data models and metrics that reflect real‑world ITSM conditions, validate accuracy, and maintain a standardized metrics and KPI library. Develop reporting for governance forums (ITSM Governance Review Board, CAB, leadership reviews) and support governance intake, demand tracking, and approvals. Analyze data to identify trends, anomalies, and improvement opportunities; resolve data quality issues and document metric definitions. Engage stakeholders to gather reporting requirements, translate needs into solutions, communicate insights, and provide data‑driven recommendations. Qualifications Bachelor’s degree in IT, Data Analytics, Business, or related field (or equivalent experience). 7+ years in reporting, analytics, business intelligence, or ITSM performance reporting. 5+ years of Power BI development (DAX, Power Query, data modeling). 5+ years of ServiceNow reporting across ITSM/ITOM/FSM. Hands‑on experience with ServiceNow Performance Analytics (indicators, breakdowns, scorecards, trending). Strong knowledge of ITSM processes and lifecycle (Incident, Change, Problem, Work Orders, Requests, SLA). Desired Certifications ServiceNow Certified Implementation Specialist – Platform Analytics (CIS‑PA) or equivalent. ITIL Foundation certification. Microsoft Power BI certification. Experience supporting executive or governance reporting. Key Skills Power BI (DAX, Power Query, data modeling, dashboards) ServiceNow reporting and dashboards KPI and metrics development Data analysis and validation SQL and data integration Dashboard design and data storytelling Success Criteria Delivery of accurate, trusted ITSM dashboards and reports. Improved visibility into ITSM performance and aging work. Adoption of reporting by leadership and stakeholders. Clear, actionable insights supporting governance decisions. Improved data quality and reporting consistency. #J-18808-Ljbffr TheCorporate